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M
Marvin13
October 23, 2023
Question

Mark incoming email as internal

  • October 23, 2023
  • 10 replies
  • 64 views

Dear Zendesk community,

I'm receiving emails from a 3rd party from notifcaion@3rdparty is there a way to automatically mark those emails as internal notes?

I would like to be able to send a public reply from tickets created this way without having the recipients may see this automatic notification.

Best

Marvin

    10 replies

    G
    Gab11Employee
    Employee
    October 24, 2023
    Hi Marvin, 
     
    I hope you're well. I actually found a Community post regarding this that might work for your use-case. 
     
    Take a look at the Community Moderator's comment on this post: https://support.zendesk.com/hc/en-us/community/posts/4408868502298-Create-Internal-Notes-when-a-Ticket-is-created
    M
    Marvin13Author
    October 25, 2023

    Hi Gab,

    Unfortunately the linked article isn't helpful. I'm not looking to create an extra internal note, but to flag the first email of the ticket (created by the email from notifcation@3rdparty) as internal.


    Best Marvin

    G
    Gab11Employee
    Employee
    November 3, 2023
    Hi Marvin, 
     
    I created a ticket on your behalf and will send it to you via email so we can discuss your use-case further.
     
    Thank you!
     
     
    B
    Barbara17
    January 29, 2024

    Hi Gab,

    Did you find a solution for this?

    Would love to hear about it!

    Kind regards,
    Barbara

    Brett Bowser
    Brett BowserCommunity Manager
    Community Manager
    January 30, 2024
    Hey Barbara, it looks like Gab made the suggestion of using webhooks to an an email as an internal note to a ticket. 
     
    Take a look at this article for your guidance: Creating webhooks to interact with third-party systems
     
    This is the functionality that is recommended by Zendesk when communicating with a third-party system, without having the risk of end-users getting access or viewing these notifications/emails. 
     
    I hope this works for you. 
    M
    Marvin13Author
    January 30, 2024

    Gab and I discussed this topic in more detail in a support ticket and the surprising outcome was that there is no solution for this simple use case.

    I agree that a web hook would be a secure and robust solution, but not all third parties that send e-mails to us would want us to connect via web hook to them or do support it.

    M
    Marvin13Author
    January 30, 2024

    "This is the functionality that is recommended by Zendesk when communicating with a third-party system, without having the risk of end-users getting access or viewing these notifications/emails. " marking communication as internal would be a very easy solution to mitigate this risk. - Or does Zendesk offer any other handy solution to handle communication with different parties in one ticket?

    N
    Nikki11
    April 13, 2024

    Hi Gab,

    I would absolutely appreciate the opportunity to also discuss this topic with you, as my inquiry is very similar. Please reach out!

    Thank you

    Ivan33
    Ivan33Employee
    Employee
    April 16, 2024
    Hi Nikki Mier, 
     
     
    Thanks for reaching out! We would love to get you in contact with one of our Advocates to discuss this, thus I would suggest you send us a ticket on one of our channels so that you can get help quickly. Follow this article for the channels. you wish to get in contact. 
     
     
    Cheers! 
    M
    Marvin13Author
    April 17, 2024

    @ivan33  are there any updates now supporting this? The outcome of my conversation with Gab unfortunately was that Zendesk currently does not offer a function that would allow me to mark certain emails or emails from certain senders always as internal.

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